Very poor customer service | Magicjack in Saratoga Springs, New York

helpdesk persons do not listen nor hear you : follow this chat : Jay: Hi, my name is Jay. How may I help you? winsloh olsin: hi Jay Jay: Hi there Winsloh. winsloh olsin: I have a magicJack PLUS and it is not working I bought it from you guys a few years ago Jay: I see. Jay: Let me check your account first to assist you further with the problem. winsloh olsin: I also own a regular magicJack ( your original type ) and it is still working fine they both have two different numbers Jay: Okay, thank you. winsloh olsin: the number associated with the magicJack PLUSD the one not working is Jay: Okay, noted. Jay: May I know where is your magicJack PLUS connected at this moment? USB port of computer Or directly to your wall-Outlet and Router? winsloh olsin: the regular magicJack which still works is associated with Jay: Okay. winsloh olsin: I am in the business too ( IT guy ) and I have tried it on two different router ports as well on the usb connections of 2 different PCs it is capooot winsloh olsin: no light coming on at all Jay: Okay, thank you for doing those steps. winsloh olsin: no net work lights either winsloh olsin: nothing Jay: May I know if you have spare adapter something like Smartphone or iPhone charger? winsloh olsin: a charger ?????? winsloh olsin: why ? Jay: The power adapter is the device that is connecting the magicJack to the wall outlet. Please remove the power adapter that is currently connected on the magicJack device and replace it with the charger of your Smartphone or iPhone for us to check if there will be changes. winsloh olsin: you mean I can try to charge the MJ unit ? Jay: No. winsloh olsin: well thing is when I tried using the actual MJ Plus unit it was directly connected to a USB port in my desktop PC and it did not work that way either winsloh olsin: but I will check it hold on winsloh olsin: just tried the AC usb adapter and it did not wotk with my cell phone charger hook up either Jay: Okay, thank you. winsloh olsin: welcome winsloh olsin: now what ? Jay: One moment please. winsloh olsin: so looks like both the actual MJ Plus and its adapter are fried winsloh olsin: alright waiting patiently Jay: I just reset the connection here. Please unplug your magicJack, wait 2 minutes then plug it back in. Let me know once done. winsloh olsin: o k I will wait the 2 minutes but I dont got alotta hope with this Jay: Okay. winsloh olsin: approx 90 seconds to go Jay: Okay. winsloh olsin: gonna plug it into my desktop usb port now Jay: Okay. winsloh olsin: nuthin no response no lights nada Jay: Please hold, I am transferring you to a senior agent. winsloh olsin: how long will this take Jay ? Jay has disconnected. Myrene: Hi, my name is Myrene. How may I help you? winsloh olsin: iory I have been with your winsloh olsin: company for a long time now winsloh olsin: I will not accept any BS or runarounds Myrene: Hi there. Please hold for a moment. Let me read your chat with your previous operator so that I can assist you right away, okay winsloh olsin: capeesh ? winsloh olsin: hi Myrene: One moment please... winsloh olsin: read away Myrene: yes winsloh olsin: the frikkin MJ Plus is dead Myrene: One moment please... winsloh olsin: I have been a senior IT Engineer since 1997 Myrene: One moment please... winsloh olsin: I know when an item is finished Myrene: hold on please? winsloh olsin: hope I wont have to switch companies Myrene: One moment please... winsloh olsin: I have been with MJ many years now quite a few renwals too Myrene: W winsloh olsin: maybe you should get the owner to look at my issue winsloh olsin: I am sure he will take good care of me Myrene: winsloh , I understand. Please hang on as I review your chats. winsloh olsin: hmmmmm........ Myrene: One moment please... Myrene: Is the magicjack still connected on the computer were chatting? winsloh olsin: we are going to have to move this up to a higher level person winsloh olsin: yes it is winsloh olsin: I told you there is no response whatsoever winsloh olsin: no lights nothing winsloh olsin: get me a supervisor now winsloh olsin: you guys have not been listening to me winsloh olsin: I am very upset now winsloh olsin: freakin runarounds winsloh olsin: I will have to write the owner personally as this is unacceptable Myrene: Please bear with me, I need your cooperation so I can check what causing this issue winsloh olsin: what is causing the issue is the fact there is NO POWER travelling through this MJ Plus it is DEAD winsloh olsin: get it GONE winsloh olsin: and I need you to ship me a new working one winsloh olsin: are you a supervisor ? Myrene: I just need to check something Myrene: Yes, I am winsloh olsin: if not get me the top person on duty at your call center right now winsloh olsin: well then Myrere I need a replacement working MJ unit winsloh olsin: check my account history and my unceasing loyalty I have never asked you MJ guys for anything Myrene: IF you want a replacement, you can process by logging in on your magicjack account, then hover your mouse to Account tab and select Warranty replacement. winsloh olsin: and I have been with you for many years almost since your company started out winsloh olsin: I will do that right now and then what ? I do not want you to disconnect while I do this Myrene: I'll wait here , just open it on a new browser please winsloh olsin: alright ........ Myrene: Okay winsloh olsin: I am at that tab now Myrene: okay, thanks winsloh olsin: and what is marked there is that the warranty is no longer applicable winsloh olsin: so you guys expect me to pay for a new one ? Myrene: Yes since this is outside warranty. The warranty device is only within one year it got defective. And warranty has a corresponding fee too. Myrene: Our annual license fee is extremely inexpensive, enabling consumers to reap substantial savings. magicJack devices contain small electronic components like other electronic products they could become damaged. Our warranty processing fee helps recover our costs to program, process and ship the replacement, unlike other carriers who may recover these costs through their monthly recurring fees or paid insurance plans. winsloh olsin: so when will you send me my new MJ Plus at no charge ? Myrene: We cannot send you a replacement without charge Winsloh, all replacement has a fee winsloh olsin: um huhm ..... well I will have to escalate this with your owner and home office and they will satisfy me rather than have a disgruntled loyal client winsloh olsin: a very unhappy present client who was made to wait a very long time for nothing Myrene: I perfectly understand Winsloh, but I am the last person you can chat with winsloh olsin: oh no you are not this chat history will not be very pleasing when your owner sees it in all of the online blogs sites social media and chat rooms winsloh olsin: make sure to convey this to them Myrene: Understood Winsloh, Every chat on this Live Person assistance is being reviewed by the Upper Management. winsloh olsin: disconnecting now Myrene You have disconnected. You can search for an answer while you wait Search
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Review
#843451 Review #843451 is a subjective opinion of poster.
Service
Magicjack Technical Support
Pros
  • Call quality
Cons
  • Poor customer service
Reason of review
Warranty issue
Loss
$500
Preferred solution
I want a new magicjack PLUS to replace my non working one
Tags
  • Magic Jack -- Bad Warranty

INDIA | Magicjack in Monroeville, Pennsylvania

Had an experience this am.......dog ate the end of my Ethernet cord to the MJ....I love my MJ.....works very well when used with your modem. so I called support.... little question was all....CAN I use and Ethernet plus to replace the mj on......aft one hr on the fone I never did get an answer..........could not hear or understand what the tech said...background noise was unforgivable so I hung up on him tried the new Ethernet cord. took all but 13 seconds and now works....MJ get a clue and new tech support...not idiots one
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Review
#802866 Review #802866 is a subjective opinion of poster.
Service
Magicjack Technical Support
Reason of review
Poor customer service

Can't get or receive calls | Magicjack in Greenwood, Indiana

I called because my computer that I used for mj,went down,and I was unable to make calls. Shw said I needed an upgrade,so I paid to do,I need a phonethe $43.00 and they changed my number,so now emails go to one number,and and ad is on the new number,where voice mail should be. I used the phone for a few days,today it tells me that I need to plug it into a computer to register..I only have this lab top now and it won't work on itI did register when I asked for new aquipment..I tried to email you,and it told me I used the wrong password. Yet don't give me the option to redo it? #t64366157
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Review
#802822 Review #802822 is a subjective opinion of poster.
Service
Magicjack Technical Support
Reason of review
Poor customer service
I tried with the tech service for a few hours, then my daughter who has more knowledge with a computer tried again with the tech for 2 hours they made her start the same thing again and again with no results it is all documented and it always comes back to say no...
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1 comment
Anonymous
#1093020

I would simply use Skype or Hangouts Dialer or even the chat session in gmail as they all let you dial out when on Wi-Fi. Even better if the Canadian and Quebec Governments didn't prevent Google from using it's Voice service in Canada so you could get a free number and forward incoming calls to your laptop (via gmail) or cell phone.

Review
#706014 Review #706014 is a subjective opinion of poster.
Service
Magicjack Technical Support
Reason of review
Poor customer service
Loss
$70
Preferred solution
Let the company propose a solution
1.5
Details
MagicJack has the worst technical support I've ever seen, nothing gets fixed, even the simplest things ... it's a joke, I'm wondering how they stayed in business. even though they offer cheap product, but after you count the tens of hours you need to spend on fixing...
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1 comment
Anonymous
#1022450

I can't even get the *** thing activated! I've been on customer support (chat-- don't know what they're doing; disconnected me) for about 8 hrs.

and have got nowhere. Will have to send this device back.

Pissed off! : (

Review
#682333 Review #682333 is a subjective opinion of poster.
Service
Magicjack Technical Support
Cons
  • Technical support
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution

I complained about service dropping calls, blurred conversations, no vm notice, no phone rings when someone calls, and the requirements as to speed of internet | Magicjack

Once I called trouble shooting MagicJack assistance. Another Tech service came on line by the name of Vtech Software Solutions and ran a scam on my Laptop through remote process and charged $350.00 for service that I did not get. Then too, claimed that the problem was my computer. Supposedly, my computer network was opened waiting to be hacked. I panicked, gave VTech my private bank access numbers in order to repair. Assuming that MagicJack after paying for service, was up and running. After the scam scenario, later found that VTech was an hacker company scamming funds. Next, I called another affiliate of MagicJack on the Go, found out that I could have done the service free. Then too, I paid for a service that I really did not receive, now I deserve all funds returned for obvious reasons with an extended free trial for ninety days at no cost to me. , with the service free as
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Review
#548576 Review #548576 is a subjective opinion of poster.
Service
Magicjack Technical Support
Reason of review
Totally dissatisfied because of VTech scam that cost me $350.00 above Magic Jack cost
Loss
$475
Preferred solution
Let the company propose a solution

Beware of magic jack repair scam. | Magicjack

My Magic Jack stopped working. I searched the web for a phone number and found this number 800 910-6526. Called them to get help. They were pretty smart. made me wait while they would test the system. they said the problem was in my computer and asked for access to it. I gave it to them. They showed me something and said that I had a virus or something loaded that was causing all my problems. They wanted $200 to fix it! I hung up, knew this could not be right. Searched the web again and found a chat room for MJ. " http://www.magicjack.com/techchat/" . I got my problem fixed for nothing. What out for Scammers!
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1 comment
Anonymous
#1114496

same thing happened to me....did not pay....they are still operating as a fake magic jack ...how can they do this...seems so illegal ????

Review
#530487 Review #530487 is a subjective opinion of poster.
Service
Magicjack Technical Support

Fast busy and technical service | Magicjack in Round Rock, Texas

called and complained that I could no longer phone in prescription numbers to my local pharmacy. Majicjack phone systems doesn't reconize other company computer systems. When you are prompt to enter a number 1, 2 , 3 etc. it doesn't translate over the phone system. customer service said that my computer had a trojan horse in the admin. system and for $99 they could solve that problem. I scanned my computer and it found nothing. The werid thing is as soon as I install majicjack on my computer I was getting phone calls from their technical people in india they wouldn't state what company they worked for just that there was problems with my computer line? I assumed this was a scam and hung up on them. Now this problem.
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Review
#529269 Review #529269 is a subjective opinion of poster.
Service
Magicjack Technical Support

Bad Device and Customer Service Experience | Magicjack in Toronto, Ontario

I had very bad experience with Magicjack and its service, the device was brand new, it worked for few minutes and stopped, I wasted almost two days chating with customer service technical support, they kept transferring me from one person to other, They keep you waiting because it seems they provide service for more than one customer at a time, customer service went through everything, I even gave them remote access to my computer, The issue was not resolved, at the end they said the device is defected and it has to be replaced, They asked me for about 25% of the cost for shipment to replace it(maybe this is the cost of the shipment and device for them), I asked for this to be waived, they said this is the policy (as if it is untouchable Holy Book) I refused to pay and told them I will share this bad experience, they said OK (as if THEY DON'T CARE) They misled me by saying they don't have a telephone number for technical support and they actually do, I think they are using their previous reputation and the patent protection and market monopoly, All what I am left with now is a piece of junk called Magicjack Device, and a bad experience about them, Please share this with whomever wants to buy this device again.
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Review
#439535 Review #439535 is a subjective opinion of poster.
Service
Magicjack Technical Support
Loss
$450

Magic Jack stopped working....no customer service | Magicjack in Delray Beach, Florida

This chat went on for 2 plus hours.......You be the judge..... https://sales.liveperson.net/hc/61732089/?cmd=file&file=chatStart&site=61732089&sessionkey=H6331743476945554118-2036987819499080289K15400146&postChatURL= Please wait for a site operator to respond. You are now chatting with 'Roxy' Your Issue ID for this chat is LTK1115305528597X Roxy: Hello, how may I help you? Melinda : I reported that the Magic Jack for this account was not working. The operator reset it on your end however it still did not work. I have a paid subscription until 2/2014 and a new magic device was purchased. I need to assign the existing number to that device. How do I accomplish that? Roxy: One moment please... Roxy: Please continue holding. Melinda : will do Roxy: Thanks. Roxy: Is your magicjack currently plugged in to your computer? Melinda : New one or old? Roxy: I mean your new. Melinda : I just put it in Roxy: Please click the link to download and run the magicJack upgrade: Roxy: http://upgrades.magicjack.com/upgrade/magicJackSetup.exe Melinda : downloading now Roxy: Okay. Melinda : I have the screen install magic Jack to make calls Roxy: May I know if you can see the magicJack icon? Melinda : on the bar at the bottom Roxy: Please double click on it. Melinda : not getting it to bring up the dial pad type screen Roxy: I am transferring you to one of our top 10% agents as rated by our customers. Please hold while I transfer you. Please wait while I transfer the chat to the best suited site operator. You are now chatting with 'Mason' Your Issue ID for this chat is LTK1115305528597X Mason: Hello. My name is Mason. To better assist you, let me put you on hold while I read your previous chat/s. Thank you. Melinda : will do Mason: Thanks. Mason: One moment please... Mason: Still checking here. Stay with me, please. Melinda : thank you Mason: Thank you for waiting. Mason: When did this issue start if I may ask? Melinda : Its actually my mom's It was giving her trouble on an off over 3 months and then about the time when a lot of Voice mail messages appear on the account it stopped working completely. I think that was about last weekend I think. Mason: Is your magicJack still plugged in to your computer's USB port with a blue light lit on? Melinda : The new one is plugged in with the light on. The old one had no light so she went out and purchased a new one and I just got in the mail she's 2 hours away Melinda : Just called her cell she says no light on Saturday Mason: The jack having the issue is with you now, right? Just to verify. Melinda : no I have a new one apparently she was really upset is all I am saying :) Mason: So, the jack having the issue is on your mother's possession? Melinda : yes Melinda : but she does not have a computer or the skill to set it up Mason: The phone number is 321xxxxxxx, right? Melinda : Correct Mason: Thanks, Melinda. Mason: One moment please... Mason: Thank you for waiting. May I have your mom's complete name? Melinda : Gloria xxxxxxxx Mason: Thanks a lot. Mason: One moment please... Mason: Still checking here. Stay with me, please. Melinda : okay Mason: One moment please... Mason: Thank you for waiting. Mason: Have you asked your mom if the jack wasn't both working on the computer and modem/router? Melinda : she would only be able to say that it was not working on the modem/router. She doesn't have her own computer and the other person has no issues with their router. Mason: I see. Mason: Have you asked her if she has tried a different power adapter? Melinda : Yep still no light Mason: I see. Please ask her to try plugging it to the computer. If she doesn't have a computer, please ask a friend or a relative to make this possible. If any chances it is still not working, please notify us immediately. Please do not worry, Melinda. I will be saving it here in my end. You may chat us back anytime. Please do save and refer this ticket ID: LTK1115305528597X as reference regarding the issue for you not to start all over again. You may ask for any supervisor available to assist you. It will be indeed my pleasure to be of help with you again that time. Melinda : Why can't I just transfer the number to the new one in my possession? This is a 75yr old woman with doctor's appointments for which she is not getting messages and she just spent $14.10 express mailing a new $49.00 device to me to have me get the number ported and she is now with out this service for a week!!! Mason: Can I ask one thing, please? Melinda : This is unacceptable. I am not getting good information and am being stonewalled. Exactly what is the issue???? Mason: Can I ask one thing, please? Melinda : You have asked that twice now? Please feel to chime in with a credible solution. Mason: Will you please refrain from using exclamation marks? Mason: I am trying to help you here so kindly bear with me. Mason: Let me tell you something. Mason: Actually, the technical instructions that I will be providing you will only be effective if you have the magicJack with you. Mason: So, I tried to verify. Mason: I tried to figure the issue out. Mason: How can I further assist you if the jack isn't with you in the first place? Melinda : By telling me if it is possible to transfer the number or not. That question was asked previously to which I am still awaiting an answer Your trouble shooting manual seems to be missing that step Melinda : Yes or no is the answer Mason: Okay, let me ask again. Mason: Let me verify here first, Ma'am. Mason: May I have your magicJack phone number? Melinda : Can you transfer an existing number to a new device Yes or no Mason: Did you read my messages above? Melinda : May I have a supervisor please Mason: You are already talking to one of the senior supervisors here. Now, if you don't want to be further assisted like verifying, then you give me no option but to end this chat. Melinda : Then I need the Manager and if the chat is closed that will not be good customer service and seeing you have no customer service numbers to lodge a complaint seeing that a simple question asked of a senior technician cannot be answered. Mason: We use Tech Chat to better assist you. By using Tech Chat, we can send you instant upgrade links and run several diagnostic tests, that cannot be done over the telephone. We are also able to see where you are located, what OS and Internet browser you are using. Lastly we can see that your Internet connection is working too.This will provide the best Customer care experience and keep you most satisfied. Mason: In as much as I would love to provide you a phone number so you can personally talk to us however, we only have this chat as of the moment for our support. I believe I have provided all the necessary information that you need. I will end this chat now. If you have any other concern, please don't hesitate to chat us back. Thank you. Since we haven't heard from you, we must release this chat. Please click here should you need further assistance: www.magicJack.com/techchat So where do I go from here???
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2 comments
Anonymous
#838698

I HAVE BEEN TRYING TO PORT MY # FROM MJ TO ATT. SO FOR FOR 2 DAYS I HAVEN'T GOTTEN ANYWHERE BUT FLUSTRATED. no more magic jack for me and I don't recommend that anyone try it.

Anonymous
#723755

Oooooo, that is SOOOOOOOO magicJack chat...

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Review
#428919 Review #428919 is a subjective opinion of poster.
Service
Magicjack Technical Support
Loss
$64